Complaints

This profile includes complaints for Flexpro Meals's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Flexpro Meals

  5706 Troost Ave Kansas City, MO 64110-2826

  
• 

  Flexpro Meals

  PO Box 8855 Kansas City, MO 64114-8855

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has ignored my repeated cancellation requests. I have been trying to cancel for 3 days now and my messages are ignored. I am filing fraud charges against them as well with the FTC.

  

  Business Response

  Date: 05/27/2023

  Hi ****** We are very sorry to hear of your dissatisfaction with our cancellation process. We take customer service very seriously and we apologize for any inconvenience this may have caused you. We have investigated the matter and it appears that we were in the midst of our new system migration causing your cancellation request delayed. We assure you that this is not a common occurrence and we are taking steps to correct the issue to prevent it from happening again in the future. We have gone ahead and canceled your subscription with a refund as per your request and a confirmation email has been sent to you. We hope that this resolves the issue and that you will consider giving us another chance in the future. If you have any further concerns or issues, please do not hesitate to contact us directly and we will do our best to assist you promptly. Thank you for bringing this to our attention and for giving us the opportunity to address it and make things right. 
  

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They refuse to allow me to cancel my subscription. Customer service has ignored all requests.

  

  Business Response

  Date: 05/17/2023

  Thank you for providing us with your valuable feedback! We experienced a very high volume of communication that affected our exceptional customer service temporarily. We deeply regret any inconvenience caused. We are pleased to inform you that our services have since resumed, and we are dedicated to providing you with the high-quality support you deserve. 
  
  It looks like an Account Manager has handled your inquiry, but if you do need any further help, please don't hesitate to contact us!
  
  
  

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started an order on 5/5/2023. I have reached out via text 3 times today and live chat twice today. Also called the number on a website where they said that I would get a text response. Got a text, with no follow up. So that is 6 attempts to contact today. I am trying to cancel my subscription and need to "text or live chat" to do so. Would like to cancel immediately. Thank you

  

  Business Response

  Date: 05/25/2023

  Hi ***** Thank you for sharing your feedback with us. We apologize for any difficulty you've had reaching our customer support team. We pride ourselves on providing quick and efficient service, and we regret that your experience did not meet these standards. However, your request was submitted during a time of transition while our CRM system was undergoing migration. As a result, we understand that your experience may have been impacted. We appreciate your understanding and patience during this time. Your feedback is important to us, and we are committed to improving our processes to prevent any future issues. We can confirm that your subscription has been canceled as per your request and please know that we are here to assist with any further concerns. We value your business and would appreciate the opportunity to make things right. We hope to have the opportunity to serve you again in the future.
  

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flexpro Meals,
  
  I was charged for my 2nd order on 5/10 and have yet to receive my food, and we are on 5/15. I've reached out numerous times to get an update on my order via text, email, and phone but ghosted. I am about to get charged for my 3rd order on 5/17. This is not cool and it feels like you guys are just taking my money. Please cancel my subscription asap!!!! If you guys keep charging me, I will call the back. for a chargeback!

  

  Business Response

  Date: 05/25/2023

  Hi ***** Thank you for taking the time to leave us your feedback. We’re very sorry to hear that you have been experiencing some difficulties in contacting us. Our customer service team is usually pretty quick to respond to messages and chats, so this is definitely out of the ordinary. Due to the ongoing migration of our CRM system, your request was submitted during a time of transition which may have affected your experience. We appreciate your feedback regarding our procedures and will take the necessary steps to enhance our processes and prevent any potential confusion in the future. We can confirm that your request is being handled diligently and we sincerely apologize for any inconvenience caused. We would love the opportunity to make things right with you so we can further assist and address your concerns.
  
  

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've ordered a one week trial, and it will not let me cancel. I've tried communicating with somebody via their "live chat" and have not gotten a reply, and I've tried their text service as well. Again, no reply. When I got through the website, it requires me to try those options. There is no phone number to call.
  
  Again, I simply want to cancel my subscription and because that option is not available on the website and nobody will answer their lines of communication, this has been made impossible.

  

  Business Response

  Date: 05/25/2023

  Hi *******, Thank you for voicing out your feedback. We extremely apologize for any inconvenience you have experienced during the time you were canceling your subscription while we were in the midst of our CRM migration which impacted this experience. We have taken note of your concerns regarding our process and will work to improve our procedures to avoid any future misunderstandings. We truly appreciate your feedback on the user experience, as we take steps to continuously improve our service. We can confirm that your issue has been resolved and you shouldn’t be worried as your subscription has been set to automatically cancel. Thank you for giving Flexpromeals a try, and we wish you all the best in your future endeavors. If you require any further confirmation or clarification, please don’t hesitate to connect with us. We value your business and your patience as we go through our optimization process.
  
  

• Initial Complaint

  Date:05/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lost my job shortly after signing up for this service and could no longer afford it. The process in attempting to cancel has been a nightmare. They informed me that I had committed to 4 orders so they could not cancel, I do not recall anywhere in signing up where it said I was committed to 4 orders. They are not transparent at all in their terms and conditions when signing up. I’ve never had a more frustrating experience with any other similar company. They offered me $30 off my next two boxes, which I can’t afford because I don’t have a job!!! Their practices feel predatory. I regret trying them.

  

  Business Response

  Date: 05/25/2023

  Hi ****** We are very sorry to hear about your recent experience. We understand that losing your job must be a difficult time, and we apologize for any frustration caused during the cancellation process. We assure you that our commitment to transparency is of utmost importance to us. Regarding the commitment to four orders, we do state this during the sign-up process as we clearly state "Commit to one month, pay weekly". We strive to provide transparency with every order, and we’re truly sorry this came unexpectedly for you. As for the offer of $30 off your next two boxes, we understand that this may not be feasible for you at the time and we can confirm that your subscription has been canceled right away as per your request. Thank you for taking the time to share your experience with us. Your feedback is highly appreciated and will be utilized to enhance our service for continuous optimizations. We extend our sincere wishes for your future endeavours.
  

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered meal package received pretty quick and thats when I realized nothing ordered was as advertised not fresh all frozen meals. Wasn't best taste but I placed the order no problem. Won't order again well they have zero support I've called, I've texted per their request, I went through their live support, I emailed. I went to website to cancel subscription they have no way to cancel service without talking to someone and there is no way to talk to anyone. All I want is service canceled they state that if I don't cancel by Monday then they charge you. I'm trying to cancel before then I sent email one form of writing this is second form since they aren't responding to that as well. DO NOT BILL MY ACCOUNT thats all I'm wanting and they make it impossible to cancel service.

  

  Business Response

  Date: 05/24/2023

  Hi ******, We appreciate your feedback regarding your recent experience with FlexPro. We apologize for any inconvenience caused by the temporary disruption of our usually efficient customer service. The interruption was due to technical issues we encountered as we implemented new service systems during the initial stages. We deeply regret that you experienced this disruption during this time. Please know that this is not the experience we intended. We can confirm that you were able to reach out to customer service and that your subscription has been canceled as per your request, resulting in the deactivation of your account right away. Thank you for sharing your experience. We assure you that we’re working at our best to ensure this type of lapse does not happen again. Please allow us another opportunity to serve you better. Again, we truly apologize for the inconvenience this has caused you. We appreciate your feedback and your business. We appreciate you giving us a shot and if you ever need assistance, don't hesitate to reach out to our wonderful service team on our Live Chat and text channels! Thank you again!
  
  

  Customer Answer

  Date: 05/26/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  Regards,
  
  
  
  ****** *********

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of occurrence - 5/11/23
  
  I had no clue I was signing up for something that would be nearly $650 over the course of four weeks. I wanted to try the meals because I saw a promotional ad on *********, offering 40% off your purchase. Come to find out, you CANNOT cancel your subscription yourself - you have to call their number, email, or use the "self help widget at the bottom right of the wesbite".
  
  Who would have guessed that all three get you the same result! Nothing! No replies, no call backs, no human to answer the phone. It's all an automated run around system to stall for time so your first order can go through and they can tell you to kick rocks. I am absolutely disgusted by the lack of customer service and disregard for customers money. I want to cancel my subscription! I'm sure I'll get a call back tomorrow or next week telling me "it's too late, the order has been sent" and now you have to pay four more times to a company that just wants your money.
  
  It was stated nowhere that I was joining a long-term contract to which they would charge me astronomical amounts of money for what is basically TV dinners. I want to cancel my order, my subscription, everything! But there is no where you can do that on your own. 0/5 stars for this company.

  

  Business Response

  Date: 05/24/2023

  Hi ****** Thanks a lot for sharing your feedback. We're extremely sorry to hear that you had trouble reaching our customer service channels. We're in the middle of transitioning to a new CRM, and unfortunately, it's causing some unforeseen delays. We're taking immediate steps to ensure that this doesn't happen again in the future. We apologize for the inconvenience and understand your frustrations. Since you signed up for the ProPlan, you are committed to the first four orders and I can confirm that your subscription has been taken care of and was set to cancel automatically after your fourth order. Thank you for your valuable feedback and patience, we truly appreciate it. If ever you have any questions or need any further assistance, please do not hesitate to reach out.
  
  

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wanted to give Flex Pro Meals a try and though I have no complaints with the product or food, canceling the service seems to be an impossible task. There is no sure way to cancel a membership on the member platform. They insist you call or text and upon doing so you are of course, asked why and offered an alternative which is pausing it for a few weeks. However, when truly trying to cancel I have received no response to any of my future text messages. I understand the sales tactic of getting that conversation to keep you to stay but this is my purchase and when I am done I want to be done, not sold on trying to stay or being ignored. Again, great food, terrible sales antics and customer support. Be weary my fitness friends!

  

  Business Response

  Date: 05/24/2023

  Hi ****, Thank you for sharing your thoughts and for giving Flexpromeals a try. We value our customers, and we're glad to hear that you've enjoyed your meals. However, we apologize for any difficulty you experienced when trying to contact our service channels. We're in the middle of transitioning to a new CRM, and unfortunately, it's causing some unforeseen delays. Our team strives to make the cancellation process as easy as possible, and we regret that this was not your experience. We request folks to contact us, as this ensures that we are able to confirm your cancellation and address any concerns you may have. We understand that you wanted to cancel and apologize for any inconvenience that may have been caused by our team’s efforts to let you stay. Our aim is to offer all our customers options that would benefit them, and I’m sorry if the offer is not suitable for you. We take all feedback seriously and will review our processes to ensure that we provide a smooth and straightforward experience when using our service. We appreciate your business and hope to have the opportunity to serve you again in the future. For any assistance or inquiries, please feel free to get in touch with us via Live Chat or text. We're here to help.
  
  

• Initial Complaint

  Date:05/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They make it nearly impossible to cancel their subscription.
  
  The cancel button on the website directs you to call them. When you call them, an automated message says to cancel on the website. Their cancellation "widget" is so broken that it's not even spelled correctly, which I uploaded a picture of. All it does is tell you to call them, which again just has an automated message directing you back to their website. If you can subscribe on the website, you should be able to cancel on the website, but they purposely make this difficult or impossible.
  
  It is much easier to simply log into my online banking and block it there.

  

  Business Response

  Date: 05/12/2023

  Hi *******! Thank you for your time and the feedback! We do apologize for the negative experience you had with FlexPro, we completely understand our service isn't for everyone! I did look into your subscription and I do see we were able to get that cancelled for you today! We are sorry for the inconvenience of taking  a little longer to get that cancelled for you! Please, if you ever need anything you can always text us at ************ or LIVE chat for an immediate response!